Customer Support Associate - End of Tenancy
Customer Support Associate - End of Tenancy
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
At flatfair were on a mission to make renting easier fairer and more accessible for everyone. With over 1700 reviews on Trustpilot were doing things differentlyand were just getting started! Were looking for exceptional people to join our team and help us keep delivering outstanding customer experiences.
As a Customer Support Associate youll be at the heart of providing toptier service to our tenants landlords agents and partners ensuring their needs are met quickly and effectively. Youll also be the goto person for managing complex queries complaints and escalations helping to ensure fair and consistent outcomes.
What Youll Be Doing
- Deliver outstanding customer service Provide clear empathetic and solutionfocused support via email live chat and phone ensuring every interaction is handled professionally and efficiently.
- Manage complaints and complex queries Handle escalated cases disputed charges and sensitive situations with confidence applying sound judgment to reach fair resolutions.
- Work within a framework with clear SLAs Ensure processes align with relevant industry standards legal requirements and ombudsman guidelines supporting compliance and best practices.
- Be a communication hub Work closely with tenants landlords and agents ensuring all parties receive timely updates and clear wellexplained resolutions.
- Become an expert in endoftenancy procedures Navigate disputes adjudications and depositrelated concerns applying a balanced approach that protects all stakeholders.
- Spot opportunities for improvement Identify recurring issues and work with the wider team to suggest and implement enhancements to our processes driving better customer outcomes.
About You
Well provide all the training and support you need to thrive in this role. Were looking for someone who:
- Has experience in complaints resolution or complex case handling Youve worked in a customer service case management or dispute resolution role ideally within a regulated industry such as financial services insurance housing or utilities.
- Can handle difficult conversations with confidence Youre skilled at managing challenging situations deescalating complaints and ensuring fair balanced outcomes.
- Has excellent written and verbal communication skills You can explain complex matters clearly and concisely ensuring customers feel informed and reassured.
- Is highly organised and detailoriented You can manage multiple cases at once keeping track of key details and following through to resolution.
- Thrives in a fastpaced environment Youre adaptable resilient and comfortable working within evolving systems and processes.
- Understands regulatory and compliance frameworks (preferred but not essential) Experience working with ombudsmanled processes tenancy disputes or compliancedriven environments is a plus.
About Us
At flatfair were changing the way people rent. Our innovative depositfree model helps tenants secure a home without large upfront costs while offering landlords greater protection. In the last seven years weve helped over 30000 tenants save 25 million in upfront costsand were just getting started.
As we continue to grow were looking for passionate individuals who want to make a real impact on the rental experience and be part of an ambitious fastmoving team.
Our Benefits
- Starting salary up to 26000 depending on experience
- 10% annual bonus
- 25 days annual leave plus an extra day for every year youre part of the team
- Stock options so you own a piece of the business
- 1500 personal development budget
- Monthly wellbeing allowance
- Private medical insurance with Vitality
If youre looking to join a company that values innovation fairness and putting people first flatfair is the place for you. Ready to make a difference Apply now!
Interview Process
Once youve applied youll receive an invitation to complete an online assessment which is a key part of our hiring process. After that therell be a phone interview with our Head of HR followed by a final interview with our Head of Customer Support.
Employment Type
Full Time
